Patient Frequently Asked Questions
This document has been produced by members of the Patient Participation Group to
help answer the most common questions asked.
1. I am finding it hard to get an appointment. What options do I have?
Appointments are available up to three weeks in advance. If you feel you need an
appointment urgently for the same day, we have a daily triage doctor who will call
you back and assess your condition. If the doctor feels it is clinically necessary, they
will ask you to come in to the surgery.
2. How can I get a repeat prescription?
In person – put your request into the designated box in the Health Centre lobby at
least two working days before the medicine is needed.
By post – send it to us with a stamped addressed envelope if you want us to post it
back to you.
Fax – fax the request to 0117 916 2206 before 10.00.
Online – You can log in to the patient access page on the website to request your
prescription
Pharmacy – you can request your repeat prescriptions via your chosen pharmacy (if
available).
Please be aware that the practice is now part of the Electronic Prescription Service.
This means if you collect your repeat prescriptions from the practice you will not
have to visit the practice to pick up your paper prescription. Instead, the practice will
send it electronically to the pharmacy of your choice, saving you time.
3. What can the receptionists help me with?
The receptionists are here to help you with any query. If they don’t know the answer,
they will pass it on to the relevant member of staff.
4. I have a lot of medication; what help can I get to manage these?
The pharmacy will be the best place to help you with advice on how to manage your
medication. If you are taking a lot of medication, the pharmacist will put your
medication in a Dosette box to help you remember to take your medication on the
right day and right time.
Produced by the Patient Participation Group
Shirehampton Group Practice August 2015
5. I work 9-5/7 days a week and can’t get an appointment......what options
do I have?
The practice offer extended hours surgeries on two weekday evenings per month
(18.40 – 19.40) and approximately two Saturday mornings per month. Please call
reception and enquire about these surgeries if you cannot attend surgery during the
day.
6. When should I go to hospital A and E?
Only call 999 or go to A&E in a genuine life-threatening emergency, such as:
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loss of consciousness
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acute confused state and fits that are not stopping
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persistent, severe chest pain
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breathing difficulties
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severe bleeding that cannot be stopped
7. I’m confused by when to ring 111 and 999.......
For illnesses that are not life-threatening you should first contact your GP surgery.
Outside of normal surgery hours (the period is from 6.30pm to 8am on weekdays,
and all day at weekends and on bank holidays) you can call NHS 111. The service is
available 24 hours a day, seven days a week, and can provide medical advice and
advise you on the best local service to offer the care you need. You should use the
NHS 111 service if you urgently need medical help or advice but it's not a lifethreatening situation.
Call 111 if:
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you need medical help fast but it's not a 999 emergency
you think you need to go to A&E or need another NHS urgent care service
you don't know who to call or you don't have a GP to call
you need health information or reassurance about what to do next
For immediate, life-threatening emergencies, continue to call 999.
8. How can I make an appointment with my preferred G.P.?
Produced by the Patient Participation Group
Shirehampton Group Practice August 2015
You can ring the surgery and ask for a routine appointment with your preferred GP.
For all urgent appointments, any of our doctors will see you but you will not be able
to specify who you will be seen by.
9. When should I request a home visit?
You may only request a home visit if you are housebound or are too ill to visit the
practice. Your GP will only visit you at home if they think that your medical condition
requires it and will also decide how urgently a visit is needed. Please bear this in
mind and be prepared to provide suitable details to enable the doctor to schedule
house calls.
10. Why does the local pharmacy keep asking about my medication?
There are a number of reasons your pharmacy may ask about your medication; it
may be because the pharmacy orders your medication for you, or perhaps they are
checking that all your medication is in line. They could also be enquiring about the
recent change over to the Electronic Prescribing Service.
11. How can the pharmacy help?
Local pharmacies offer a wide range of health services that you may not be aware
of. These services could save you a trip to your GP or help you make healthy
lifestyle changes. Pharmacists can help with a range of common conditions such as:
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skin conditions, such as mild acne and mild eczema
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coughs and colds, including nasal congestion and sore throat
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minor cuts and bruises
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constipation and haemorrhoids (piles)
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hay fever and allergies
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aches and pains, such as headaches, earache and back pain
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indigestion, diarrhoea and threadworms
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period pain and thrush
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warts and verrucas, mouth ulcers and cold sores
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athlete's foot
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nappy rash and teething
Produced by the Patient Participation Group
Shirehampton Group Practice August 2015
12. What if I need longer than a standard appointment?
If a health professional believes you require a longer appointment, it is at their
discretion to book a longer appointment for you. However, patients cannot request
longer appointments for their initial consultation.
13. Even when I have an appointment, I have such a long wait in the
surgery, why is that?
Demand on primary care is high. GPs will do everything in their power to keep to
tight timescales of 10 minutes per patient but as you’ll understand, this is not always
possible.
14. I’ve got suggestions about how things could improve. How can I get
involved?
You can sign up to be part of Shirehampton Group Practice’s Patient Participation
Group. The Group meets every three months along with the Practice Manager and
two GPs to discuss the development of the practice.
Please ask at reception or email the deputy practice manager ellie.rowlands@gpL81008.nhs.uk to sign up.
Produced by the Patient Participation Group
Shirehampton Group Practice August 2015